FocusVision Wins Award for Outstanding Innovation for Customer Experience Management

Martech Breakthrough Awards Names Research Technology Leader Inaugural Winner in 2018 Show MarTech Breakthrough, an independent organization that recognizes the top companies, technologies and products in the global marketing technology industry , announced that FocusVision, a full-spectrum insights and analytics technology solutions provider, has won the 2018 MarTech Breakthrough Award for outstanding innovation in customer experience management. “FocusVision already has a stellar reputation for its market-leading…

AO.com Builds 360-Degree Single View on MongoDB Atlas to Improve Customer Experience, Fight Fraud and Comply with the GDPR

DevOps Culture and MongoDB Atlas Help Build New Platform in Less Than Six Months In a bid to fight fraud and become GDPR compliant, online electricals retailer AO.com built a single customer view platform on MongoDB Atlas, the fully-managed database as a service offering from MongoDB, Inc., the leading modern, general purpose database platform. Delivered in just a few months, the platform is pulling in all of AO.com's disparate data sources and data silos into one location where it can easily be accessed, managed and…

Cloud-based CRM Solutions Will Increase Your Sales and Offer a Seamless Customer Experience

Frost & Sullivan Highlights That Cloud-Based CRM Solutions Enable Organizations to Deliver a Truly Personal Purchase Experience to Customers Over the last five years, the percentage of salespeople achieving their sales targets had dropped from 63% to 53%. On the other hand, almost 74% of the salespeople in companies that employed a sales-enablement charter made their quota. In a highly dynamic business environment where customers access information through multiple touch points, it is critical for salespersons to…

Harnessing the Power of Small Data to Build a Better Customer Experience

In 2017, IBM estimated we create 2.5 quintillion bytes of data every day. As this number continues to grow exponentially, so does the very common misconception that larger quantities of data equate to a deeper understanding of people. It’s an idea present across every industry and sector, largely addressed under the guise of "big data." The reality for most companies--and one especially true for marketers--is that most of the "big data" that decision makers have access to isn't all the information needed to make accurate…

DirectMail.com Leverages Proven Intelligent Marketing Services to Help Clients Deliver Omni-channel Customer Experiences

Direct Response Engagement Experts Elevate Multi-Channel Strategies with Highly Personalized, Data-Driven Campaigns to Maximize ROI, Enhance Engagement and Delight Customers DirectMail.com, a full-service omnichannel and direct response engagement agency, announces omnichannel marketing services to help leading brands, fundraisers, membership organizations and midmarket enterprises maximize return on marketing investments, enhance the buyers' journey and delight customers. With its proven, Intelligent Marketing Services,…

Get on Board with Personalization: How Two Luxury Cruises Improved Digital Customer Experiences

It’s no secret that digital experiences are what drive today’s consumer forward, and companies that don’t operate digitally are severely limiting their chances of maintaining a positive brand reputation. Not only are customers demanding more online offerings, but they’re also expecting those experiences to have the same level of individualized service that they would receive when working directly with a customer service representative. This evolution has had a particularly strong impact on the travel industry, which once…

Skuid Announces Skuid Portals to Optimize Business Connections and Customer Experiences

New Portal Template Allows Companies to Deliver Personalized Experiences for Customers, Partners or Employees That Drive Engagement, All Without Writing Code Skuid, the leading cloud application platform, announced Skuid Portals, an easy and code-free way to create personalized and intuitive user experiences for business needs. Skuid Portals allow companies to provide secure, personalized access to business information for customers, partners and employees, all within a central interface. Delivering on its no-code promise,…

Gartner Says Customer Experience Pyramid Drives Loyalty, Satisfaction and Advocacy

New Research Shows Organizations How to Discover Innovative Customer Experiences that Build Stronger Relationships Eighty one percent of customer experience (CX) leaders report they will compete mostly or entirely on CX, but less than half have established the rationale for why CX drives business outcomes, according to Gartner, Inc. The goal of CX is to meet and exceed customer expectations, but while 48 percent say their CX efforts exceed management’s expectations, just 22 percent of CX leaders report their CX efforts…

Design Systems Will Build the Future of Customer Experience

Business Stakeholders Are Increasingly Understanding the Importance of Providing an Outstanding Customer Experience. But How Do They Collaborate with Marketers to Take Their Products and Services in the Right Direction? Design Systems Might Just Be the Pied-Piper for Futuristic Customer Experience Endeavors "You‘ve got to start with the customer experience and work back toward the technology - not the other way around." -Steve Jobs An enterprise’s ability to provide optimum customer service will decide the success of…

How AI Can Be Used To Shape Your Customer Experience

AI is driving change in the contact center industry, making it a more accessible, friendly place for a customer. AI is changing the relationship companies have with their customers. ZaiLab chief product owner Catherine Collins believes that changing technology goes hand in hand with a changing customer. The time to adopt is now. ‘Contact centers are a hassle to deal with,’ says Catherine. ‘No one has the time to sit on hold while their call is transferred to the next available agent, let alone the patience to repeat their…

Poor Call Handling Results in Lost Sales Opportunities and Negative Customer Experiences

Marchex Institute Study Finds Hotel and Cruise Industries Lose Significant Volume of Customers Due to Poor Call Handling  Call analytics leader, Marchex, has released a series of reports that measure the call handling performance of hotel and cruise brands. By analyzing 5.8 million calls to 13 hotel brands and 84,000 calls to four cruise lines, the Marchex Institute identified key call handling challenges the industries are facing, resulting in lost sales opportunities and negative customer experiences. Marchex's…

Mixpanel and Zendesk Partner to Expand the Future of Data-Driven Customer Experiences

Leading Companies Including Hinge, Lemonade, and Depop See User Analytics as a New Driver of Product Innovation and Exceptional Customer Service Experiences Mixpanel, the world's leading user analytics platform, announced key partner integration with Zendesk, the cloud-based help desk solution used by more than 200,000 organizations worldwide. Now, customer care and support teams can see customers' behavior before they submitted a ticket and, as a result, they can resolve those tickets more efficiently. Businesses That…

AEGIS and STARTEK Conclude Transaction to Create Global Leader in Customer Experience Management

Lance Rosenzweig Appointed as the Global CEO of the Combined Business, Which Has a Presence Across 66 Business Process Outsourcing Locations, 13 Countries and 6 Continents Aegis, a portfolio company of Capital Square Partners (CSP), and StarTek, Inc., both leading providers of outsourcing and technology services, have announced that they have completed a business combination transaction between the companies to create a leader in customer experience management. Aegis and STARTEK had previously announced that they had…

Bright Pattern’s Latest Release Delivers Effortless, Personalized, Omnichannel Customer Experiences

The Latest Release Provides Innovative Video Chat Escalation, Easy-To-Use Agent Interface Updates, GDPR Compliance Advancements, and Omnichannel Communication Enhancements Bright Pattern, leading provider of omnichannel cloud contact center software, released Bright Pattern Contact Center 5.2. Designed to improve customer experience through effortless and personalized omnichannel customer service, Release 5.2 enhances omnichannel communications with new video chat settings, support for private networks, features for PCI…

Mastering Customer Experience in the Era of the Empowered Consumer

Thanks to digital, consumers are more empowered, and their buying journeys are more complex than ever before. At any given moment, they expect highly relevant, friction-free brand experiences on the channels and devices that are right for them. In fact, more than half of consumers are prepared to walk away from a brand that doesn’t offer a personalized and relevant experience. Meeting and even exceeding these expectations is possible, but not using the siloed, channel-specific strategies that marketers often resort to…

Bridgeline Unbound Digital Experience Platform to Power Bank’s Customer Experience

The Bridgeline Solution Will Transform the Bank’s Digital Footprint Bridgeline Digital, Inc., a provider in cloud-based Web Content Management, eCommerce and Marketing Automation software, announced that they will be partnering with a full-service bank to power their digital presence. The engagement is a three-year SaaS subscription to Bridgeline Unbound Digital Experience Platform - which encompasses the Marketing and Content modules for marketing automation and web content management - as well as associated professional…

Digital Customer Experience Moves From the Call Center to the Boardroom

Digital Customer Experience Study Reveals an Increased Emphasis on Top-Down CX Transformation NelsonHall has completed a new study entitled Digital Customer Experience Services, which analyses the current customer experience (CX) vendor offerings and client requirements and their likely future state. A major shift in the market is the need to evolve from contact center-driven customer service to a comprehensive CX strategy consisting of new operational models, digital technology, and continuous analytics insights. The…

NetBase Launches Cross-Channel Customer Experience Analytics

Social Analytics Leader Provides Out-of-the-Box Availability of Comprehensive Voice of the Customer Feedback for Actionable Business Insights NetBase, a global leader in enterprise social analytics, announced the availability of a comprehensive, cross-channel Customer Experience Analytics solution that combines Voice of the Customer (VoC) with social analytics. This out-of-the-box solution gives brands actionable business insight from customer feedback regardless of when it occurs. The NetBase VoC solution eliminates costly…

Retailers Still Struggle To Provide Consumers With High Quality Customer Experiences, According To Forrester’s CX Index

Forrester Ranked 53 Multichannel and Digital Retailers in Its 2018 Customer Experience Index, Finding That Average CX Quality Remained Stagnant or Declined Since 2017. Brands must focus on providing high-quality customer experience (CX) to gain loyalty, but retailers are missing the mark: According to Forrester's US 2018 Customer Experience Index (CX Index), multichannel retailers' CX quality remained flat, and 36% of digital retailers' scores decreased significantly since last year. Contrary to popular…

Torani Expands with Salesforce to Drive Growth and Build New Customer Experiences

Leading Maker of Flavored Syrups Is Bringing Its Sales, Service and Marketing on Salesforce to Support Global Growth and Build Deeper Customer Relationships Salesforce, the global leader in CRM, today announced that Torani—the creator of more than 200 naturally flavored syrups, sauces and beverage bases, distributed in more than 40 countries—is expanding with Salesforce to support global growth and build engaging experiences for its customers. Founded in 1925, Torani is a San Francisco-based, family-owned…